They said no to your number

It happens a lot, and it is rarely about you. Here is why, and what to do next. Most of it costs nothing.

Checked against the published rates.

Why it happens

  1. The number forwards the call

    Many cheap-call numbers take the call on one line and pass it to your mobile. HMPPS policy tells prisons to restrict numbers linked to call diversion and re-routing. That is the most common reason since 11 August 2026.

  2. The details did not match

    A wrong digit, or a name that does not match the number, can fail the security check. Nothing is wrong with the number itself.

  3. A restriction on that contact

    Some contacts are barred for reasons the prison will not explain. If this is it, a different number will not help, and nobody can sell you a way round it.

Interception, monitoring and security of prisoner communications policy framework, paragraph 7.9 — HM Prison and Probation Service / Ministry of Justice, issued 11 August 2026. https://www.gov.uk/government/publications/interception-monitoring-and-security-of-prisoner-communications-policy-framework

What to do now

Ask which number, and why. Only the person inside can ask. They should ask the wing which number was refused, and whether a reason was given.

Check the number forwards or not. Ask your provider, in writing, whether the number passes calls on to another line.

Put a different number in. An ordinary mobile is usually accepted. A landline that just rings is cheaper for them. Changing the list means another wait.

Talk to someone first

The Prisoners’ Families Helpline deals with this every day. It is free. It is not selling you anything.

0808 808 2003

Monday to Friday, 9am to 8pm. Saturday and Sunday, 10am to 3pm.

If you want a landline that does not forward

A ringyard number is a landline that lives on your own phone, on an eSIM. It rings your handset. It does not pass the call between two lines. £20 a month, unlimited.

If the prison refuses it: we swap you onto a fresh number free. If that is refused too, we refund you. That is in our terms.

Nobody can promise a prison will accept a number. Do not believe a company that does.

Get a number

Common questions

Talk to a person
Why did the prison refuse my number?
The phone list is a security check. A number that forwards calls, details that do not match, or a restriction on that contact can each cause a refusal. Only the person inside can ask the wing which it was.
Is a refused number the same as phones being down?
No. Phones down means nobody gets through. A refused number means that one number did not go on the list. Other numbers can still work.
What numbers do prisons usually accept?
An ordinary mobile, or a landline that rings in one place and does not pass the call on. A landline costs them less per minute. Every prison still checks every number.
What if a ringyard number is refused?
We swap you onto a fresh number free. If that is refused too, we refund you. That is in our terms.